Zenith Bank Plc has again been ratedNigeria’s most customer-focused bank by the leading Advisory and Consultancy firm, KPMG.
In
the 2016 edition of the annual banking industry Customer Satisfaction
Survey recently released, Zenith topped other Nigerian banksin the
Customer Satisfaction Index (CSI) with a total of 74.6 pointsto clinch
the prime positionin the retail banking category; thereby re-enacting
the feat it achieved in 2013 and 2014.Guaranty Trust Bank came second
with 74.1 points closely followed by Diamond Bank and Stanbic IBTC with
73.5 and 73.1 points respectively.
The survey, launched in 2007,
draws responses from customers across the retail, SME and corporate
banking segments on customer preferences, levels of satisfaction and
expectations from their banks.
Zenith Bank has featured
prominently in the survey since it was launched 10 years ago, according
to organisers;“to heighten consciousness of service delivery among
Nigerian Banks”. In 2014, the bank cleared all three categories: Retail,
SMS and Corporate Banking; having similarly won two of the three
categories but SME the previous year.
The Customer Satisfaction
Index (CSI) measures customer satisfaction with banks, and are ranked
based on the perceived level of satisfaction derived by customers
surveyed fromthe different categories. The key factors considered by CSI
include convenience, product/service offering, executional excellence,
value for money and customer care.
Zenith Bank is one of
Nigeria’s strongest financial institutions with a shareholders base of
over one million and the largest bank in the country by market
capitalization and tier- 1 capital. The Zenith brand has also maintained
a consistent track record of performance in several parameters
including profitability and liquidity managerial competence.
The
bank's impressive growth and performance over the years have earned it
excellent ratings, recognitions and endorsements from local and
international agencies and institutions; some of which include: Best
Customer Service Bank Nigeria 2015 by Global Banking and Finance, Best
Corporate Governance Bank Nigeria 2015 byGlobal Banking and Finance and
Best Bank in Corporate Governance 2012, 2014 and 2015 by World Finance.
Others
include; Best Commercial Bank in Nigeria 2013 by World Finance,
thirdbiggest company in West Africa by Forbes & CNBC Africa and Best
Commercial Bank in Africa by Capital Finance International (CFI)
The
Bank is certified on three key International Standards Organisation’s
(ISO) standards namely; ISO 22301 (Business Continuity Management), ISO
20000 (IT Service Management) and ISO 27001 (Information Security
Management)
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